Helped Improve Client Health & Retention with its Savvy Features
November 20, 2020

Helped Improve Client Health & Retention with its Savvy Features

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is used by our client success team, not across the whole organization. It allows us to be able to track client health, understand client activity, keep track of client contact, send campaigns to specific clients and overall make sure we aren't missing red flags when it comes to client churn.
  • Ability to create client segments in reporting - breakdown exactly what you want to see
  • Easy, automated tracking of client touchpoints
  • Ability to send email campaigns
  • Better integration with salesforce and other apps (hubspot, etc)
  • Save reminder if you click back button on browser when creating a segment - so you don't lose a report
  • Better tagging system, ability to better ID clients to remove or add to campaigns
We use Totango every day to segment clients, monitor their health and activity, and ensure that we are on top of possible churns. Segments have really allowed us to look at our clients from so many different angles and allow us to have productive client health meetings, as well as look at who might be a potential upsell or at-risk client. The fact that you can see everything on one page for a client is great, including their touchpoints which sync from email (using BCC).
  • Increasing the lifetime value of existing customers
  • Improved retention
  • Better overall understanding of client lifecycle and health

Do you think Totango delivers good value for the price?

Yes

Are you happy with Totango's feature set?

Yes

Did Totango live up to sales and marketing promises?

Yes

Did implementation of Totango go as expected?

I wasn't involved with the implementation phase

Would you buy Totango again?

Yes

Our admin ususally manages issues that go to support, but appear to be relatively quick in response and handling issues.
There is a learning curve- segments and campaigns can be tricky, but once you get a hang of it - its smooth sailing.
Well Suited: Managing client health and activity, sending email campaigns based on segments and time, reporting and segmenting out clients based on status, type, size, etc. Great for day to day tracking of clients

Less Appropriate - not ideal for sales functions

Totango Feature Ratings

Product usage
8
Help desk / support tickets
Not Rated
NPS surveys
5
Customer profiles
6
Automated workflow
9
Internal collaboration
8
Customer health scoring
9
Customer segmentation
9
Customer health trends
8
Engagement analytics
8
Revenue forecasting
7
Dashboards
7
Role-based user permissions
10
API
6
Integration with Salesforce.com
5
Integration with Marketo
5